Product Support Engineer

Vaisala is a global technology leader and expert in weather, environmental, and industrial measurements and our solutions enable customers to find answers, remove doubt, and make smarter decisions.  We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet.  Curiosity, the desire to meet challenges and an extraordinary ability to innovate are Vaisala's core, both past and present. In line with our mission “Observations for a better world,” we continue our work to help find answers and take action for a sustainable future.  

Our employees demonstrate, uphold, support, and model the Vaisala Values: Customer Focus, Innovation & Renewal, Strong Together and Integrity. Sharing strong and common values is part of our culture and enables us to work towards our shared mission.

Vaisala’s industry-leading weather observation technologies, instruments, and solutions lay the foundation for the Weather and Environment business area’s strategy, enabling our customers to improve their ability to measure and forecast weather and weather phenomena. The business area serves selected weather-dependent customers to whom accurate, real-time, uninterrupted, and reliable weather data is essential to run efficient operations.

Position Description:
We are currently searching for a Product Support Engineer to support our FAA approved Runway Visual Range (RVR) system reporting in our Louisville (Boulder), Colorado office.  This person will serve as customer facing technical resource and work in collaboration with engineers and other senior staff as needed to provide effective end-user support and issue resolution.  The ideal candidate will have a variety of experience including electronic technician, technical writer, trainer, and field engineer.  This position will require 10-15% travel annually.  

Your key responsibilities include:

• Perform technical customer support by managing and solving customer issues and questions in a timely and efficient manner.
• Interact with customers through Vaisala’s technical support software logging all advanced technical customer support interactions in ticket system for building knowledge base and quality reporting system. 
• Troubleshoot and investigate issues to determine if it is electronic, software, or hardware.
• Closely collaborate with the FAA RVR Program Manager to execute all necessary activities to provide highest levels of customer satisfaction and Vaisala profitability.  Promote knowledge transfer to strengthen the RVR System technical support capabilities within the organization.
• Collaborate with the Engineering department to determine the engineering changes needed in hardware and software to continue to meet the end-user requirements and prioritize necessary engineering changes to maintain highest quality with lowest lifecycle cost.
• Collaborate with relevant Product and Application Management teams to maintain system component compatibility with FAA requirements and Vaisala roadmap product development. 
• Provide end-user product training.
• Create formal documentation including customer documentation, test documentation, training, and support documentation.
• Perform or oversee contractors with delivery project or field service activities with travel as needed.  Field service activities include: 
  • Factory Acceptance Tests
  • System Installation Support
  • Customer Trainings
  • Reactive (on-demand) service events per customer request
  • System Acceptance Tests (commissioning)
  • Provide third line expert Technical Support including advanced trouble-shooting assisting frontline and second line technical support specialists
  • Provide Technical Sales Support as a product-application expert

Qualifications:

• Bachelor's degree and 5 or more years related experience in electronics or similar field, or equivalent combination of education and experience
• Hands-on experience with electronics and telecommunications systems, including analog and digital communication protocols such as RS232/485 and TCP/IP.
• Proficiency with computers and software, including operating system installation and configuration. Understanding of software architecture and ability write simple scrips is a plus.        
• Technical documentation skills, including the ability to read and create technical documents, engineering drawings, and circuit diagrams
• Proven customer relationship management skills and experience including working with government customers
• Experience in developing and providing technical training classes to customers
• Willingness to work independently with a focused direction while adding value and contributing to overall team performance
• Effective interpersonal skills

Please send your application including CV and salary request soon. We will close the application process when we have a suitable number of qualified candidates. 

ANTICIPATED SALARY RANGE: $90,000-105,000 annually. (Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data).  Additionally, we offer our employees a competitive benefits package which is outlined below.

We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Take advantage of this opportunity and join our team to make a difference!

Our Vaisala solutions contribute to societies and people’s lives in over 150 countries – and can even be found in space. With our technological innovations for measuring weather, environmental and industrial conditions, we have a key role in solving the grand social and environmental challenges of our time. We offer you a career with a clear purpose and a chance to create observations for a better world.  We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Take advantage of this opportunity and join our team to make a difference!

What we offer:

Our benefits package includes: health, dental, and vision insurance, flexible spending accounts, company paid life, long and short term disability, 401(K) plan with company match, a variety of voluntary benefits programs, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.

To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E-Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended.

EOE AA M/F/V/D

Vaisala is proud to be an Equal Opportunity, Affirmative Action Employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship, status, marital status, genetic information, disability, protected veteran status, or any other legal protected status.

EEO Is the Law Poster

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. As a government contractor, Vaisala complies with Section 503 of the Rehabilitation Act of 1973 (the Act), which is a law that prohibits federal contractors and subcontractors from discriminating in employment against individuals with disabilities and requires employers take affirmative action to recruit, hire, promote, and retain these individuals.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at 303-499-1701 or by email at ushr@vaisala.com. Please note that you can easily submit application by attaching your LinkedIn profile in the recruitment tool (LinkedIn Apply functionality).